Acceptance of self-service check-in at Zurich airport

This paper deals with air travelers' acceptance of self-service check-in (e-check-in). As society becomes more familiar with new technologies, airlines and airports use new procedures to deliver faster and smother services to airline passengers. This study includes web check-in, mobile phone check-in, check-in kiosks, and personalized check-in methods. Data were collected at Zurich airport on several non-consecutive days. The Kano (1984) method was used to analyze the satisfaction of air travelers regarding travel purpose and age of customers.

Self check-in procedures are more important for business travelers than for leisure travelers. Business travelers are more likely to carry mobile phones, which are compatible for mobile phone check-in, although phones are not often used to check in, and there is some resistance to using this kind of procedure. Regarding age groups, the results reveal that web check-in is a more common method, especially for travelers aged 31-40 years